Team Lead (Store Supervisor)

Activate Games•Wauwatosa, WI

25d•Onsite

About The Position

Activate is hiring a full-time, permanent Team Lead for its Milwaukee (Wauwatosa) store. Reporting to the Store Leader, the Team Lead leads on shift, creates an energetic customer experience, and helps keep store operations running smoothly. The role guides customers and coaches Game Facilitators, leads by example, keeps the team motivated and coordinated, and serves as the first point of contact for customer escalations, technical issues, troubleshooting, and room operations. The position covers customer service and store operations, team leadership, and maintenance and inventory. Duties include supporting bookings and check-in, handling payments and invoices, resolving customer complaints, communicating facility status, training and overseeing employees, delegating work, maintaining rooms and inventory, and coordinating maintenance needs. The role requires frequent physical activity, including standing for extended periods and consistently lifting up to 50 pounds. It involves using hand and power tools, sometimes using a ladder, and working around bright flashing lights, loud music, and fog. Employees must follow safety practices, properly use personal protective equipment, and handle and store cleaning chemicals safely. Various shifts may begin as early as 8 a.m. and end as late as 1 a.m. Successful completion of a criminal record check is a condition of employment.

Requirements

1–2 years of previous experience in a similar role with a strong focus on customer relations is preferred.
Must be capable of consistently lifting up to 50 pounds and standing for extended periods, typically 8 hours.
Must be willing to work various shifts starting as early as 8 a.m. and ending as late as 1 a.m.
Must successfully complete a criminal record check as a condition of employment.
Must follow established safety protocols, use personal protective equipment, and properly handle and store cleaning chemicals.

Nice To Haves

Experience overseeing a team of 10 or more is an asset.
Proficiency with hand and power tools.
Proficiency in Microsoft Office and related software is an asset.

Responsibilities

Answer phones and emails, accommodate customer needs, and troubleshoot booking challenges to secure bookings.
Assist customers at check-in, create and receive invoices, take payments, and perform check-in overrides.
Resolve customer complaints and escalate issues to the Store Leader as needed.
Communicate the status of the facility and its rooms to the team and customers.
Stay informed about Activate Programs and ensure they are applied in compliance with company standards.
Train new employees and lead with a focus on knowledge and customer success.
Coach and foster relationships with potential customers, employees, and management.
Oversee staff, delegate tasks, and support employees throughout scheduled shifts.
Address customer questions, complaints, and issues using solution-minded processes, while modeling Activate values.
Assess maintenance requirements related to inventory management and componentry.
Maintain rooms by delegating cleaning, painting, and required maintenance.
Receive, track, and maintain inventory for maintenance, merchandise, and vending products, and communicate needs to the Store Leader.
Identify maintenance needs, coordinate provisioning appointments with the Store Leader when necessary, and keep accurate, updated activity notes.